Quality Case Assessor

Long Term Contract Role
Sydney/ Melbourne location
Immediate startMultiple Roles on offer
About the Client:

Our client is a leading global services organisation seeking multiple qualified Case Assessors(Mid - Senior) to join their project team. This project team is dedicated to servicing a large government client and assist them with case management across different financial products.

Roles available:

• Case Assessor - 2+ years of experience
• Senior Case Assessor- 4+ years of experience with at least 1 year on Quality Assurance role
• Team Lead - 5+ years of experience with coaching/ mentoring junior staff to remediate quality issues

Mandatory Requirements:

• Must be RG146 (all modules) certified
• 4+ years' experience in complex financial advice remediation programs, with at least 1 year in a Quality Assurance role
• Proficient verbal and written communication skills with a customer service orientation
• Excellent knowledge of financial instruments and a good understanding of how funds and related products are administered.
• Proficient in Excel
• Ability to work independently with minimal supervision
• Must have full working rights

Key Responsibilities

• Contact customers to understand and document complaint specifics including all relevant details
• Follow-up and follow-through as required (via both email and telephone)
• Request relevant information including confidential documents to inform assessment of complaints
• Document customer information and case assessment work papers and outcomes in case management system in required format and level of detail
• Draft formal 'Assessment Outcome' document to be shared with both client and customer

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